Head of Customer Success

The role

You will define and build the foundations, processes, and standards for customer success at Tandem Health. You will create playbooks and rhythms to enable teams across multiple markets to deliver excellent customer experiences and drive retention and expansion.

What you will do

• Define what excellent Customer Success looks like at Tandem
• Rebuild Customer Success foundations including processes, playbooks, rituals, tools, and standards
• Create a clear customer journey across onboarding, adoption, engagement, retention, expansion, and renewal readiness
• Develop practical playbooks for onboarding, QBRs, success plans, health checks, and escalation management
• Coach and train Medical Operations Specialists on delivering Customer Success
• Set standards for building trust, creating value, and managing relationships
• Help teams identify opportunities to upsell, expand, and deepen customer adoption
• Create customer health frameworks to spot risk and engagement gaps
• Build rhythms for customer reviews, internal discussions, and performance tracking
• Work with Product to ensure customer feedback is captured and translated into insight

Required qualifications

• Built or significantly shaped a Customer Success function at a high-growth B2B SaaS scaleup
• Created CS processes, playbooks, operating rhythms, system setup and standards from scratch
• Know what great customer onboarding, adoption, retention, engagement, and expansion look like
• Experience coaching and enabling others to deliver excellent Customer Success
• Commercially sharp and understand how Customer Success drives upsell, expansion, retention, and customer happiness
• Highly structured and can turn ambiguity into clear, repeatable ways of working
• Understand SaaS metrics such as adoption, churn, retention, expansion, customer health, time to value, NRR, and GRR
• Excellent at stakeholder management and can influence teams across countries and functions
• Comfortable operating across multiple markets and adapting best practices to local contexts

Nice to have

• Experience in healthcare, healthtech, clinical software, or another regulated industry
• Experience working with complex B2B customers where success depends on workflow change and behaviour change
• Experience enabling non-CS teams to deliver Customer Success as part of their role
• Experience building customer health scoring, QBR frameworks, onboarding journeys, and renewal processes
• Experience using AI, automation, analytics, or customer intelligence tools to improve Customer Success workflows
• Experience scaling Customer Success best practices across several countries or markets

Benefits

• Competitive salary & company stock options
• 30 days/year of paid vacation
• 5,000 SEK wellness allowance (friskvårdsbidrag) plus an additional 6,000 SEK yearly to spend on other health related initiatives
• Generous Parental leave top-up for new parents
• Private Medical Insurance
• Mental health support through partner Mindler
• Pension program
• Social and team-building activities (off-sites, after works, winter/summer parties)

Before you apply

• Apply with your CV in English
• Interview process includes a Working Day in the Stockholm office
• Tandem handles sensitive patient data and will conduct a background check before hiring

About the company

Tandem Health is a fast-scaling health-tech company that reimagines healthcare by putting clinicians first. Their platform is designed by clinicians, for clinicians, with intuitive medical notes and workflows.